Effective organizations rely on strong leadership to succeed, and ours is no exception. A key part of our leadership strategy is the CS Team Coach. The Team Coach provides leadership support to the contact center floor, ensuring that service levels and performance targets are met. This individual effectively leads, develops and motivates team members following Servant Leadership principles, taking accountability at all times for influencing their team and raising them to the next level.

Key Role Responsibilities:

  • Exhibit integrity by promoting a positive and professional image of self and business.
  • Embrace change by staying educated on the business’ ever-changing processes including but not limited to the use of Knowledge Base, Training and Calibration sessions.
  • Be accountable for your team members; clearly communicate and educate on the business’ goals so that each individual fully understands their role.
  • Be passionate about your personal growth and that of each team member; identify opportunities for improvement in areas of productivity and quality, and make recommendations for re-training or upskilling.
  • Focus on the development of the team as a whole; ensure that performance feedback given is relevant and timely; evaluate, assess and assign new performance OKRs (Objectives/Key Results) weekly, monthly, bi-yearly.
  • Build and maintain relationships with other departments to assist with customer inquiries.
  • Utilize the resources and tools available to better assist with performance management, team development and goal setting.
  • Monitor interactions in real time in order to provide immediate coaching and feedback.
  • Take action on follow-ups collected during team meetings and coaching sessions.
  • Work along with Human Resources to ensure compliance with policies as set out in Code of Conduct and Employee Handbook; with discipline, counselling and follow-ups needed to correct behaviors.
  • Encourage participation in Team Building, Social, Wellness and other company sponsored initiatives and promote an environment that embodies team work with peers and leaders locally and globally.
  • Participate in the implementation, execution and evaluation of all CS Operations initiatives.
  • Perform any other duties as deemed necessary.
  • Manage employees with respect to applicable organizational CS processes (HR, Scheduling, Quality, etc.).
  • Communicate team progress.
  • Create, communicate and coach a high level of expectations for team members and hold them accountable for actions and commitments.

Key Personal Capabilities:

  • 1-3 years’ experience supervising employees in a fast-paced, constantly changing environment.
  • Minimum of 12 months with Call Centre Services and/or a proven solid understanding of the industry and internal processes.
  • Outstanding problem solving and negotiating skills.
  • Outstanding conflict resolution skills with both clients and staff members.
  • Ability to build rapport and adapt to change.
  • Exceptional organization and multitasking skills combined with an exceptional work ethic and attention to detail.
  • Excellent verbal and written communication skills.
  • Proficient in Microsoft Office (Word, Excel and Outlook) and Mobile applications.

    What are you waiting for?

    Apply now!